Customer Service Team Manager
- Recruiter
- Confidential
- Location
- Newcastle Upon Tyne
- Salary
- 19000.00 - 20000.00 GBP Annual
- Posted
- 14 Apr 2021
- Closes
- 12 May 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- Full Time
Learn, Lead & Grow at Sitel Group??
We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
?? GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
?? BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
?? WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
?? GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
?? MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.
About Sitel Group??
As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group?? partners with the world's best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions - including self-service, artificial intelligence (AI), automation and data-driven analytics - with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.
SUMMARY OF JOB RESPONSIBILITIES
You will be coaching, monitoring results and creating action plans, engaging and motivating your team of Agents, with your warm professionalism, expertise and leadership skills you will ensure your team deliver a customer journey that is the very best each and every time.
You understand when supporting your team with escalations that not every customer is a happy customer when they first contact us. By leading the way you will develop your team's skills and confidence so that they build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.
In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Client.
You will be welcomed onto our comfortable open plan call decks with green views and accessible outside spaces. Whether you want to bring your own refreshments or visit our neighbour's discounted onsite cafeteria, you can relax in our spacious break areas.
KNOWLEDGE/ABILITIES/SKILLS
* Ability to manage and lead a team (preferably within a contact centre environment).
* Confidence in learning and using a variety of computer systems and data sets to drive your team's success in delivering business objectives (against KPI's and metrics).
* Comfortable with a wide variety of people management tasks and roles.
* Are able to manage your time effectively under pressure.
* Are able to demonstrate a good understanding of your role in the wider success of our business.
* Are skilled in engaging and motivating a team through open communication, reward and recognition and your ability to role model our core values.
EXPERIENCE TARGET
* At least 1 years' experience in a managerial or team leader role.
* Experience within a contact centre environment
We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
?? GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
?? BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
?? WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
?? GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
?? MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.
About Sitel Group??
As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group?? partners with the world's best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions - including self-service, artificial intelligence (AI), automation and data-driven analytics - with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.
SUMMARY OF JOB RESPONSIBILITIES
You will be coaching, monitoring results and creating action plans, engaging and motivating your team of Agents, with your warm professionalism, expertise and leadership skills you will ensure your team deliver a customer journey that is the very best each and every time.
You understand when supporting your team with escalations that not every customer is a happy customer when they first contact us. By leading the way you will develop your team's skills and confidence so that they build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.
In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Client.
You will be welcomed onto our comfortable open plan call decks with green views and accessible outside spaces. Whether you want to bring your own refreshments or visit our neighbour's discounted onsite cafeteria, you can relax in our spacious break areas.
KNOWLEDGE/ABILITIES/SKILLS
* Ability to manage and lead a team (preferably within a contact centre environment).
* Confidence in learning and using a variety of computer systems and data sets to drive your team's success in delivering business objectives (against KPI's and metrics).
* Comfortable with a wide variety of people management tasks and roles.
* Are able to manage your time effectively under pressure.
* Are able to demonstrate a good understanding of your role in the wider success of our business.
* Are skilled in engaging and motivating a team through open communication, reward and recognition and your ability to role model our core values.
EXPERIENCE TARGET
* At least 1 years' experience in a managerial or team leader role.
* Experience within a contact centre environment